How to Handle Marketing Emails
Sometimes we will receive tickets that do not come from a Delonghi customer or a potential user. If the email is related to stores interested in distributing Delonghi products, companies offering advertising services to improve the website, people requesting donations, offering legal services, etc., we should escalate the ticket to the marketing department.
Follow the steps below:
1. Review the information from the email
2. Reply to the customer using the following template:
Dear CUSTOMER,
Thank you for contacting our Customer Care Center. We appreciate your interest in doing business with us.
We will pass along your information to the appropriate department. Someone will contact you back if they have further questions.
If you do not hear back, please know we will retain your information should there be interest at a later time.
Please refrain from replying to this email.
We appreciate you reaching out to us.
Kind regards,
3. Choose Marketing as “reason of escalation”
4. Go to “actions”
Go to “actions” and click on “escalate” so the marketing department can get the ticket.
The ticket should remain the following way:
Example
Steps to send a "NOREPLY" email
Click on the edit pencil icon to edit the message.
Locate and click on the search icon within the message editor.
Type "No Reply" in the search bar.
Choose the option that appears related to "No Reply."
Send the message to the customer using the specified "No Reply" email address.